Senior Customer Support Associate

About the role

We are looking for an experienced Senior Customer Support Associate to join our team in Canada.

This role is a highly skilled individual contributor focused on delivering expertlevel support for Blackbaud Raisers Edge (RE) including RENXT and RE7 as well as integrated products such as Online Express Blackbaud Online Giving Blackbaud Merchant Services and Blackbaud Payment Services.

In this role you will work directly with customers to resolve complex highimpact issues take full ownership of Support cases and deliver a strong customer experience. Senior Support professionals serve as trusted subject matter experts and contribute to support quality operational stability and continuous improvement through deep product knowledge collaboration and mentorship.

What youll do

• Own and resolve Support cases including working frontline volume and including advanced complex or escalated cases for Blackbaud Raisers Edge (RENXT and RE7) applying strong problemsolving and criticalthinking skills to drive timely accurate and customerfocused outcomes

• Demonstrate flexibility in the role based on volume and business needs to ensure adequate coverage in frontline volume and taking ownership of workable backlog across the team to support balanced workload distribution

• Work directly with customers to diagnose issues troubleshoot functionality and guide resolution through clear professional and tactful communication

• Take full endtoend ownership of assigned cases including investigation resolution documentation and followup maintaining accountability throughout the customer lifecycle

• Participate in an afterhours support rotation following a sixmonth onboarding and rampup period to support missioncritical customer needs

• Serve as a subject matter expert for Raisers Edge providing guidance mentoring and knowledgesharing support to frontline and tenured Support team members

• Actively participate in swarms and collaborative problemsolving efforts during major incidents or complex customer scenarios maintaining composure and influence in highpressure situations

• Identify trends in customer issues product gaps or recurring challenges and surface insights and recommendations to Principals and Support Leadership

• File and collaborate on defect submissions with engineering partners contributing to investigation and triage through clear documentation and crossfunctional communication

• Create maintain and improve Knowledgebase content to enhance customer selfservice and reduce future support volume

• Support initiatives projects and continuous improvement efforts through adaptability collaboration and proactive engagement with leadership and crossfunctional partners

• Demonstrate strong relationship skills while working within a global team supporting customers primarily based within North America with overlap with Blackbaud Europe.